Case Manager I

The Cystic Fibrosis Foundation is a leading healthcare nonprofit organization like no other. For decades, we have been taking major steps and pioneering new ways to advance the mission to find a cure for cystic fibrosis and to provide all people with CF the opportunity to lead long, fulfilling lives by funding research and drug development, partnering with the CF community, and advancing high-quality, specialized care.

 

By joining the Cystic Fibrosis Foundation, you will be part of a dedicated team committed to our core values and working towards a cure for cystic fibrosis. We offer a collaborative and supportive work environment, opportunities for professional growth, and the chance to make a meaningful impact in the lives of those affected by CF. Learn more about why work at the Cystic Fibrosis Foundation.

Position Summary:

CF Foundation Compass is a personalized, telephonic service to help people with CF navigate insurance, financial, legal, disability or other issues. The Compass Case Manager is responsible for assisting people with CF, their caregivers, and providers who contact Compass by assessing their needs, identifying barriers, and helping them overcome challenges and find resources.

The Cystic Fibrosis Foundation National office is located in Bethesda; MD. Hybrid or fully remote schedule is optional based on location. Candidates located in the MD, VA, DC region are eligible for a hybrid schedule. Candidates located anywhere in the US outside of the MD, VA, or DC region are eligible for fully remote work.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• This is a highly phone-intensive role, with the majority of the workday spent engaging directly with individuals by phone. Successful candidates will be comfortable managing a consistently high volume of inbound and outbound calls throughout the day. Active listening during sustained phone engagement with timely documentation during or between calls is required.
• Follows department standard operating procedures and internal policies, answers incoming calls, emails, and other forms of communication with Compass.
• Collects pertinent information to identify and assess the needs of the customers.
• Conducts research to locate and vet local, state, and national programs and ensures referrals are made to the appropriate resource(s) to address the needs.
• Provides information and resource referrals to resolve issues during initial intake, following standardized process for first-call resolution referrals; provides case management for straightforward insurance comparisons and other cases as appropriate.
• Refers insurance and other complex issues to CMII and CMIII, Case Management for additional support if first-call resolution is not possible.
• Coordinates with Manager and HSIN to identify and vet new community resources.
• Identifies enhancements to Knowledge Base and related materials to support improved case management.
• Enters and maintains thorough, timely, and correct documentation of case details in database software.
• Maintains confidentiality pertaining to patient health information.
• Follows department standard operating procedures and internal policies.
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Bachelor’s degree preferred.
• A minimum of two years-experience in customer service environment required.
• Experience in health and human services field preferred.
• Experience working in a customer relationship management system or database strongly preferred.
• Demonstrates clear and effective communication skills, attention to detail, and exceptional customer service in all forms of communication and documentation.
• Intermediate level of proficiency in Microsoft Office products preferred.
• Problem-solving, organizational, critical thinking, multitasking, and time management skills necessary to identify barriers, assess problems, and find effective solutions required.
• Basic understanding of health insurance terminology, insurance practices, and disability services preferred.
• Knowledge of financial assistance programs such as pharmaceutical copay assistance programs, non-profit assistance programs, and local or state resource programs preferred.

REPORTING RELATIONSHIPS:

• Reports to Sr. Compass Manager and Operations Lead.
• No direct reports.

WORKING CONDITIONS:

• The Cystic Fibrosis Foundation National office is located in Bethesda; MD. Hybrid or fully remote schedule is optional based on location. Candidates located in the MD, VA, DC region are eligible for a hybrid schedule. Candidates located anywhere in the US outside of the MD, VA, or DC region are eligible for fully remote work.
• No heavy lifting required.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities or requirements.

This position will be posted for a minimum of 5 days or until the position is filled. Applications will be accepted on an ongoing basis, so candidates are encouraged to apply promptly if interested.

The salary range is $55,000.00 to $69,100.00. Specific salary varies based on geographic location and is commensurate with experience.

Total Rewards: The CF Foundation is committed to offering competitive compensation (base pay and incentive), benefits, time off and professional development opportunities that maximize our ability to recruit, retain, reward, and motivate a highly qualified and diverse workforce. Visit our Why Work at the Cystic Fibrosis Foundation for detailed total rewards information.

The CF Foundation is an equal opportunity employer that is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. We strive to recruit and maintain a diverse workforce. Qualified applicants will receive consideration for employment without regard to race, physical or mental disability, color, religious creed, ancestry, national origin, religion, age, sex, pregnancy, marital status, genetic information or testing, gender identity and expression, sexual orientation or status as a Vietnam-era or special disabled veteran or any characteristic protected by law.

Reasonable Accommodations: The CF Foundation is committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or would like to request an accommodation due to a disability, please contact us at [email protected].

#LI-Remote